Merged Tickets and the Email Connector

[Support Team]

RangerMSP User Question*

What happens if the customer replies to the ticket that was merged with another ticket, i.e email subject contains the old ticket number, that one of the ticket that was merged into another ticket?

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* Question received by email and shared here for the benefit of our users.

[Support Team]

Answer

The customer reply will be filed under the existing ticket, that is the ticket the original ticket was merged into.

For example, ticket 0500-1234 was merged into ticket 0500-1001. Then, in case the customer replies to the ticket 0500-1234, their replied will be filed under ticket 0500-1001, the ticket that 0500-1234 was merged into.

Note that customer replies to a deleted (not merged) ticket will result in a new ticket being created.